Speaking to TTG, Steve Byrne said around 40% of Travel Counsellors business was currently conducted through Phenix, but the company had grand ambitions to boost this considerably.
The system, in which Travel Counsellors has invested £10 million since its inception 10 years ago, enables members to act more as tour operators and develop their own direct relationships with suppliers, which Byrne said helped improve overall customer service.
“The primary reason [for Phenix] is to help Travel Counsellors, and to help their customers. It means that if members want to put in personal requests on behalf of their clients, they can do this directly with hoteliers. They can make sure that itineraries are personally tailored to their clients.”
Byrne insisted that external tour operators which “add value” to the company shouldn’t feel threatened by Phenix’s growth. But he warned that others could be culled.
“Phenix is still growing, and those suppliers that are still specialists in their division and still add value are what Travel Counsellor members need. Where the tour operators have been aggressive in driving commission down and we’re not seeing their business grow [we will no longer work with them].”
Travel Counsellors to push Phenix further
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